Customer Experience Representative
Orion is a company focused on creating a supportive and innovative environment for its clients. The Customer Experience Representative is responsible for handling client inquiries and providing support via phone, chat, and case channels, ensuring accurate documentation and timely resolution of issues.
Responsibilities
- Serve as a frontline point of contact for client inquiries across phone, chat, and case channels with professionalism and urgency
- Provide clear training, guidance, and best practices to help clients navigate the workflows or platform topics they need support with, using your established support resources
- Troubleshoot entry-level workflows, platform navigation issues, feature questions, and data-related inquiries
- Maintain strong adherence to schedules and support queue coverage across required channels
- Own assigned Priority 1 (P1) and aged cases to completion, ensuring timely updates and accurate Salesforce documentation
- Strive for first-contact resolution while minimizing unnecessary transfers
- Maintain clean, complete case documentation that meets internal quality and audit standards
- Stay up to date on platform updates, release notes, required certifications, and internal learning content
- Identify opportunities to simplify client workflows or improve documentation and escalate through proper channels
- Collaborate with peers, Service Leads, Technical Leads, and Managers to support coordinated client outcomes
- Operate as a frontline contributor focused on delivering accurate, timely, and professional support across chat, phone, and case channels
- Expect to build foundational proficiency within their assigned technology area (Orion or Redtail) while actively progressing through required certifications and learning pathways
- Demonstrate first-contact resolution mindset and ownership of inquiries
- Maintain strong performance across core service metrics including NPS, adherence, acceptance rate, quality, and documentation accuracy to support reliable service delivery
- Escalate suspected product issues only after basic troubleshooting and documentation
- Contribute to team improvement by identifying client trends or documentation gaps
- Adhere to hybrid expectations and maintain a professional presence in all interactions
Skills
- Strong verbal and written communication skills in client interactions
- Manages multiple tasks in a fast-paced environment with attention to detail
- Navigates and explains technology
- Strong problem-solving, organizational, and time management skills
- Minimum of a high school education
- Less than one year of experience
- Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization
- Bachelor's degree preferred
- Prior customer service or technology support experience
Benefits
- Health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- Paid parental leave
- Pet benefits including pawternity leave and pet insurance
- Student loan repayment
Company Overview